Evaluación de los procesos de servicio al cliente y propuesta de mejora continua para la Empresa Comercial de Bienes y Raíces “BYRSA” en la ciudad de Riobamba

Abstract

The evaluation and design of a Continuos improvement Plan of Customer Service to the Real State Enterprise BYRSA located in the county of Riobamba, Province of Chimborazo for the year 2016, with the aim, to identify mistakes, impro ve the development of the activities and get a quality service, to perform the diagnosis of the Enterprise was selected the survey methodology Servqual the same that was applied to all the extemal customers to compare on this way, the existing perceptions. It was proceded to opt for the process evaluation by means of management indicator, the same that determines shortfalls. Afterwards, is proposed to apply benchmarking to the processes as part of the continuous improvement, also to take corrective action throught several administrative instruments such as: Empowerment, the fourth habit of the highly effective people and the 5 s of quality. The Enterprise will be able to face the changes, which exist within the market by possessing enough managerial tools, adequate and suitable processes, according to the collected information. Furthermore, the continuous improvement will be adopted as part of an organizational culture in function of the enterprise can lócate in all the areas and contribute to the consecution of its objectives.